Manager, Field Service- Santa Clarita, CA

About the role

At NRG, we're passionate about creating a smarter, cleaner, and more connected future. As a Field Service Manager, you'll play a crucial role in supporting and developing our Field Service Professionals to deliver outstanding, world-class customer service.

Responsibilities

• Support, measure, and develop Field Service Professionals through leadership, training, and guidance.
• Ensure your team of professionals deliver outstanding, world-class customer service.
• Support professionals in resolving customer questions and concerns.
• Train professionals in the effective promotion of Vivint products and services.
• Ensure products are installed properly, timely, and according to established manufacturer and industry standards.
• Deliver frequent coaching and performance evaluations to each professional, providing detailed feedback and identifying specific areas for improvement and further growth.
• Recruit and hire top talent, ensuring new-hire paperwork is filled out accurately and submitted by specified deadlines.
• Train new and existing Professionals on proper customer engagement techniques.
• Improve performance of existing Professionals regarding measure KPI’s.
• Demonstrate new products and services to Professionals and obtain any needed clarifications prior to product/service launches.
• Communicate current installation and service policies, procedures, and techniques.
• Manage team performance to meet or exceed operational and financial objectives.
• Support and develop Professionals through continued training, coaching, and motivation.
• Conduct monthly team meetings in which Professionals receive training, share concerns, and set team and individual goals.
• Manage employee time tracking and time-off requests.
• Review customer surveys and coach Professionals where necessary while also directly addressing customer concerns.
• Ensure Vivint retains customers by maintaining a high level of quality and timely installation/service.
• Collaborate closely with scheduling teams and other groups to minimize customer appointment rescheduling.
• As needed, cover high-priority customer appointments where no Professionals are available to complete the appointment.
• Ensure customer paperwork, including work orders, customer contracts, etc. is completed accurately and timely.
• Cook up closely with direct-to-home and direct-to-business sales and installation teams to ensure a seamless customer experience.
• Work independently while also understanding the need for communicating and coordinating work efforts with leaders and other employees in the organization timely, proactive communication.
• Provide regular updates on team performance and special projects to regional and corporate management.
• Ensure the team has the necessary level of Vivint products and equipment and that all products are managed according to policy.
• Ensure Professionals work safely and responsibly to avoid injuries, damage to property, and loss of materials and equipment.
• Set the ideal example of professional appearance and conduct for all direct reports.

Qualifications

• Experience in managing and developing a team of professionals.
• Strong customer service and interpersonal skills.
• Ability to communicate effectively with both internal and external stakeholders.
• Knowledge of Vivint products and services.
• Proven ability to manage and improve team performance.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to maintain a high level of customer satisfaction.
• Ability to work flexible hours, including evenings and weekends.

Skills

• Leadership and management skills.
• Customer service skills.
• Communication skills.
• Product knowledge.
• Time management skills.
• Teamwork skills.

Benefits

NRG offers a competitive benefits package, including health insurance, retirement plans, and paid time off. Please visit our website for more details.

Pay

The salary range for this position is $60,000 - $80,000 annually, depending on experience and qualifications. Please note that the actual salary will be determined during the hiring process.

Schedule

This position is typically full-time, with some flexibility to accommodate field work. Please refer to the official job description for specific schedule details.